Manager, Customer Support

We’re here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We’ve seen a lot of change over the past 30 years—but we’ve been here to support real estate from day one.

With the diverse landscape of the real estate industry, we want diverse talent! We want to celebrate each other’s individuality and embrace our differences to enrich our commonalities and relationships throughout our organization, and we want you to be a part of that. 

The Customer Support Manager is a leader of leaders, leading a team of support specialists who are tasked with creating positive customer experiences and promoting exceptional customer satisfaction through quality service. The successful candidate will ensure day-to-day operational excellence by providing guidance on best practices and manage the growth of team members through the creation of a welcoming and motivating work environment. The Customer Support Manager will also be responsible for understanding contact center metrics, assist in the implementation of strategic goals and act as the voice of the customer, passing along feedback to other departments to better the product experience. 

ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Create high performance environment for team members 
• Manage all aspects of direct staff (onboarding, performance, merit, warnings) development and recruitment 
• Coaching direct reports through one on ones to meet their personal and professional goals.
• Analyzing and interpreting call center reports, managing resources to meet team KPIs,
• Maintain a good professional relationship with cross departmental such as Customer Success, Professional Services, and Product.
• Proactively communicate trends and internal and external pain points based on data analysis. 
• Evaluating processes for continuous improvement and coordinating for betterment of the process 
• Manage escalations from internal and external sources.
• Proactively communicate key challenges, priorities, staff changes or requirements to your leader in a timely manner 

QUALIFICATIONS:

• 5-10 years’ experience in Customer Support is required 
• 3 years; experience as a team lead or Sr. Customer Support Representative 
• Experience with Salesforce or a similar ticketing system preferred 
• Post graduate education is preferred but not required 
• Experience in working in a SaaS type company is preferred but not required 
• Previous experience managing a downline with multiple Team Leads and multiple products preferred 
• Advanced analytical skills 
• Advanced coaching, development and listening skills 

KNOWLEDGE/SKILLS/ABILITIES:

• Excellent communication skills help to help forge meaningful relationships 
• Critical thinker and strong problem-solver, capable of identifying and troubleshooting challenges quickly 
• Ability to prioritize tasks in a fast-paced environment to thrive as a member of a dynamic team 
• Detail-oriented nature to help identify opportunities to improve processes 
• Ability to speak, read and write fluently in English is required 
• Proficient in Microsoft Office applications (Outlook, Excel, SharePoint and Word) 

We’ve become the largest real estate software company in North America. Our products provide our client’s with a competitive advantage in today’s market and nearly 10,000 offices are utilizing our feature rich, fully integrated windows and web based software solutions.

At Lone Wolf Technologies, we are an equal opportunity employer that is committed to inclusion and diversity. We hire and attract candidates from all backgrounds regardless of age, race, creed, colour, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and ensure that we will not discriminate on these basis. Please note that accommodations are available on request for candidates taking part in all aspects of the selection process. If you do require accommodations, please contact the Human Resources Department at Lone Wolf Technologies by calling 1-866-CRY-WOLF (1-866-279-9653) or emailing [email protected].